Key Responsibilities
- Manage, mentor, and motivate a team of agents on a daily basis
- Monitor call quality, productivity, attendance, and adherence
- Ensure achievement of SLA, TAT, productivity, and quality targets
- Conduct regular team meetings, briefings, and performance reviews
- Provide real-time support, call escalations, and coaching to agents
- Maintain discipline, shift adherence, and compliance with company policies
- Prepare and share daily, weekly, and monthly MIS and performance reports
- Handle customer escalations and ensure timely resolution
- Drive continuous improvement and team engagement initiatives
Required Skills & Competencies
- Strong leadership and people-management skills
- Good communication skills
- Good understanding of BPO processes (Inbound/Outbound)
- Problem-solving and decision-making ability
- Working knowledge of CRM systems and MS Excel